Digital Pacific
Congratulations to a reliable Australian web host Digital Pacific, who achieved the biggest growth in Customer Loyalty in the last year.
Average Icon Average score 9.20
Rating Icon Number of ratings 3,872

Digital Pacific Story

Please briefly
introduce your company

We are one of the largest Web Hosting companies in Australia. Across our five brands, our nearly one hundred Hostopians provide fast, secure, robust hosting solutions to businesses of all shapes and sizes across Australia. With over twenty years of industry leadership, we associate our longevity to the ongoing success of our nearly fifty thousand customers.

What role does customer support have in your company?

Customer Support is one of the most important parts of our business. Each interaction with our customers creates a platform for us to help them succeed online. As many our customers rely on our technical expertise and assistance each day, ensuring we provide quality expertise with a smile helps create customer relationships which last years.

What does customer happiness mean to you?

Customer happiness is significant to us. On one hand, it’s a data point which confirms we’re doing the right thing in the eyes of our customer. On the other hand, it’s reinforcement for our Customer Support team that we’re delivering on our promises and improving someone’s day.

What would you advise other companies to do to achieve the same success as you did?

Review feedback and follow up with the customers like your business depends on it. The customer’s voice is the loudest it’s ever been, and it’s our role as a service provider to stop, listen and implement the suggestions you receive. If required, ask for additional positive feedback to ensure staff are rewarded and recognised for awesome customer service. As well as asking the tough questions of your customers and your staff, when discovering the service levels have fallen below expectations.

How did Nicereply help you?

Nicereply provides us with a way to connect with our customers 24x7. CSAT and NPS give us a clear view on the direction our support is heading along with the customer sentiment.

What was the biggest challenge you had to face this year?

When service interruptions occurred and customers were impacted, our customer support team showed great resilience and resolve which helped us minimise the impact to customers. The data collected by Nice Reply also provides insights into how customers respond during these scenarios, which helps us better prepare for them in the future.

Why is it important to measure customer feedback?

Measuring our customer feedback is vital as it quantifies our service level. Customer feedback provides us with insights into what the customers think we what we are doing well, and what other areas where the customer is as happy. Being a service-driven company, where customer advocacy is the key to retention, learning from all types of feedback enables us to continually improve how we support our customers.

Customer thoughts

Awesome support as always :)

The service provided is fantastic. Thank you.

You can't...your customer service is impeccable. Brilliant. Awe-inspiring.

I have no suggestions for improvement. Service response to recent tickets has been excellent.

It's a 10! you can't possibly improve! well done :)

Most frequent words


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